As part of our commitment to maintaining a safe environment for everyone and protecting your account, we may conduct reviews from time to time. Frequently, it is because we simply need more information about how you're using your account. This article will guide you through everything you should know if your account is under review and how to restore it fully.
What Does It Mean When an Account Is Under Review?
When your DolarApp account is under review, your card payments, sending and receiving transfers, and withdrawals will be temporarily suspended.
What Happens When an Account Is Under Review?
We will contact you to verify specific information to restore full access. This process may include providing additional documents or details about specific transactions.
What Should You Do If Your Account Is Restricted?
Follow any instructions provided via email, such as verifying your identity or confirming certain transactions.
Update certain expired documents from your account.
Upload clear and valid documents as requested.
Contact us by email to provide any additional required details.
Keep documents related to recent transactions ready for when we reach out to you.
What Happens to Your Balance?
Your balance is safe and will remain so. Once the necessary information is verified and submitted, access to it will be quickly restored.
Response Time
We aim to respond initially within 24 hours of your account becoming temporarily restricted. Our goal is always to lift any restrictions within one business day of receiving all required information. If more time is needed, our compliance team will inform you.
What If You Lack the Required Documentation?
If you fail to provide the information requested by our compliance team, you will receive your remaining DolarApp balance in the bank account(s) you used to top up your DolarApp account, and you will permanently lose access to DolarApp - in accordance with our Terms and Conditions.
Pending Outgoing Transfers
If a transaction was initiated the same day the account was reviewed, it will be returned to your account balance, and you will need to reinitiate the transaction once access is restored.
Remember, the DolarApp team is here to support you every step of the way. If you have questions or need assistance, don't hesitate to contact us:
📨 Email support: For any questions, problems, or feedback, contact us at kyc@dolarapp.com.
💬 Chat Support: Prefer instant messaging? Our Support Team is also available via chat on the DolarApp. To access Chat, open your DolarApp and tap the Profile section.